Telcos deploying AI to reduce subscriber churn

Mumbai: Mobile phone companies Reliance Jio, Bharti Airtel and Vodafone Idea are using artificial intelligence (AI) to enhance customer experience through their call centres, customer service touchpoints and network offerings as they try to find ways to improve subscriber stickiness and reduce churn.

While market leader Jio has done away with call centres and now addresses all customer queries through its AI-enabled chatbot, Airtel has deployed a speech recognition software that helps detect emotion and reactions on a call using speech patterns, tone, modulation, etc.